IT Service Management

ITSM

Create unbreakable IT services with ServiceNow ITSM

Through our collaboration with ServiceNow, we provide best-in-class ITSM solutions that elevate your IT services. We focus on aligning IT services with business objectives to enhance efficiency and overall user satisfaction.

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Concept

What is ITSM?

IT Service Management (ITSM) provides scalable IT services through a cloud-native platform, breaking down traditional silos. With the help of platform-native AI and Virtual Agents, ITSM boosts productivity by addressing requests directly. It fosters exceptional service experiences and equips employees with the full context of issues, changes, user data, and AI-driven insights for faster resolutions. Companies benefit from quick ROI with ITSM, reinvesting savings enterprise-wide due to lower costs and heightened efficiency.

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Key Benefits of IT Service Management (ITSM)

  • Virtual Agent Support: Automate routine support requests with virtual agents that understand simple human language.
  • Streamlined Workflows: Reduce work friction and simplify tasks for employees using the Now Mobile App.
  • Actionable Insights: Gain a holistic view of processes to prioritize tasks and optimize resource use effectively.
  • Frictionless Service Experience: Deliver IT services that offer a seamless, consumer-like experience.
  • Unified Platform: Consolidate outdated tools and automate manual processes on a single platform.
  • Improved Agent Productivity: Enhance agent efficiency with access to complete data, case history, and AI-driven recommendations.

Our Services for Your Success

Incident Management

Automatically assign incidents to the correct resolution group with Incident anagement’s machine learning. Bring together stakeholders to investigate issues and restore services swiftly with the Major Incident Management portal.

Reqwest Management

Give employees a modern, omni-channel way to interact 24/7 with IT and other shared services groups using any device to enable self- help, collaboration, request items or services, and get automated status updates to ensure expectations are met.

Problem Management

Restore services quickly and often prevent issues from happening in the first place with Problem Management. Structured workflows diagnose root causes and fix problems to eliminate recurring incidents and minimize the impact of unexpected disruptions.

Change Management

Improve velocity of work while minimizing risks and costs of unplanned changes. Automate changes with DevOps capabilities and for complex changes, automate change advisory board meetings with CAB Workbench to accelerate change management.

Knowledge Management

Share, manage, and use knowledge from across the organization and make it readily available for shared or private use by IT and employees. Increase employee self-service and boost agent productivity with contextual knowledge.

Reports & Dashboards

Combine the power of the Now Platform with a single data model to generate and distribute real-time information on demand. Choose from predefined or customized reports and create eye-catching, role-based dashboards in a flash.

Why M2M Intel?

Efficient and Intelligent Service
With a blend of transformational consulting experience and technical proficiency, we provide wise, rapid solutions. Our approach ensures fast implementation, preparing you for the future without added complexity.

Value-Driven Efficiency
Do IT Wise combines proven methodologies with implementation experience to deliver sustainable, future-ready solutions that are both cost-efficient and generate lasting value.

Adaptable Solutions
Our flexible engagement models allow us to tailor our approach to suit your needs, ensuring we achieve the desired outcome together.

Top-Notch Quality
Your future depends on your partner choice. Our commitment to delivering high-quality solutions consistently reflects our dedication to excellence

Package options

Choose from one of three ITSM packages. Scroll down to see a sample of the apps and capabilities that make up each package. 
ITSM Standard

For growing businesses that need to create impact with confidence.

Incident Management
Problem Management
Change Management
Request Management
Asset and Cost Management
Walk-Up Experience
Service Operations Workspace
ITSM Pro

For businesses that scale with automation, continual improvement, and self-service.

Now Assist for ITSM³
DevOps
Predictive Intelligence
Virtual Agent¹ ²
Performance Analytics
Continual Improvement Management
Vendor Management Workspace
Incident Management
Problem Management
Change Management
Request Management
Asset and Cost Management
Walk-Up Experience
Service Operations Workspace
Digital Product Release
ITSM Enterprise

For enterprises that optimize their teams and processes to drive down costs and improve speed.

Workforce Optimization³
Process Mining³
Now Assist for ITSM³
DevOps
Predictive Intelligence
Virtual Agent¹ ²
Performance Analytics
Continual Improvement Management
Vendor Management Workspace
Incident Management
Problem Management
Change Management
Request Management
Asset and Cost Management
Walk-Up Experience
Service Operations Workspace